Ready to shape the future of grocery shopping in Canada? Voilà is the team dedicated to Sobeys e-commerce grocery delivery and curbside business. You will help grow the e-commerce business in the Ontario, Nova Scotia, Newfoundland, and Québec markets powered by Ocado Group’s world-leading e-commerce grocery platform.
We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voilà aims be the most reliable and convenient way for Canadians to shop for groceries!
Your new career, just like that.
Ready to Make an impact?
We’re looking for Bilingual (French) Customer Service Teammates in Ontario. This role is 100% remote.
As a Customer Service Teammate, you will be the frontline representative of the Voilà brand, supporting the Customer Service function by managing customer contacts through phone, email, chat, and other channels. Your focus is to provide a respectful, empathetic, and solutions-driven customer experience, while driving continuous improvement initiatives that strengthen customer satisfaction and loyalty.
Here’s Where You’ll Be Focusing
- Deliver a compelling customer experience by resolving inquiries, troubleshooting issues, and documenting all interactions in Salesforce.
- De-escalate situations through empathy, understanding, and empowerment, ensuring customers feel heard and supported.
- Support cross-functional needs by contacting customers on behalf of other departments and initiatives.
- Drive continuous improvement by identifying opportunities to enhance processes and customer satisfaction.
- Collaborate closely with teammates and leadership,
following a “One Team” approach and supporting training/mentorship for peers and new hires.
- Keep leadership informed of emerging trends, recurring issues, and potential escalations.
- Adapt to business needs in a 24/7 operation, supporting fulfillment centres and covering a variety of shifts.
What You Have To Offer
- Strong problem-solving skills, attention to detail, and ability to manage 6–7 cases per hour with accuracy.
- Exceptional written and verbal communication skills, with the ability to de-escalate and build loyalty with customers.
- Team-oriented mindset with proven collaboration skills and a willingness to mentor others.
- Technical savvy and comfort using Salesforce (CRM), Kronos, Microsoft tools, Mailgun, and social media platforms.
- Flexibility to work a range of shifts, including early mornings (starting as early as 5:30 a.m.), late evenings (as late as 12:30 a.m.), weekends, and statutory holidays.
- Adaptability and openness to feedback and coaching in a rapid-paced, customer-first environment.
- Professional remote work setup with high-speed internet, a quiet, distraction-free space, and readiness for video meetings and training
- Bilingual (French)
Learn More About Our Story And Culture Who We Are | Why Work With Us
Total Rewards
We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits,
retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.
Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity including the expected range of compensation in accordance with Pay Transparency Legislation where required please click the “I’m interested” or "Apply" button above. Individual compensation is determined based on qualifications, experience, and internal equity within the range provided.
Additional Information
External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.
We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.
Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.
Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.
📌 Bilingual Representative Customer Service - Full Time (Canada)
🏢 Sobeys
📍 Canada